US Voice Process

Role & responsibilities

• Make outbound calls to US-based utility companies and navigate IVR systems.
• Collect and verify utility, billing, and historical usage data.
• Perform data validation and resolve data discrepancies.
• Update CRM/onboarding systems and maintain accurate call records.
• Handle utility representative pushbacks, escalations, and troubleshooting.
• Ensure proper LOA submission and security verification as required.
• Maintain call quality, productivity, AHT, adherence, and other KPIs.
• Follow data privacy, compliance, and customer experience guidelines.
• Coordinate with internal teams to resolve operational issues and progress customer onboarding.

Preferred candidate profile

• 0 to 3 years of experience in International BPO, Outbound Calling, Collections, or Customer Operations.
• Experience handling US customers/US processes is preferred.
• Excellent verbal and written English communication skills (C1+).
• Strong MS Excel / Google Sheets and data verification skills.
• Knowledge of CRM
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent attention to detail and customer-handling skills.
• Comfortable working in US-aligned night shifts.
• UG/PG qualification